How many of your clients email, text message or call your cell phone to make, change or cancel an appointment? Do your clients call your cell when they are experiencing an emotional crisis? The ACA Code of Ethics says that we should use encryption when emailing clients with the exception of housekeeping issues like appointment setting and the like.

But what about emailing your client an article or a homework assignment between sessions? What if your client can’t make it to the scheduled appointment so you check in by phone? I am posing these different questions because we need to be aware of maintaining confidentiality with our clients when using technology. I am not just talking about counselors who conduct online counseling, but I am also talking about the counselor who has incorporated technology into their work life without realizing some of the pitfalls in doing so.

Using standard methods of communication technology with clients for appointment setting and similar housekeeping issues is fine. But if the information or conversation is therapeutic in nature, or could be considered part of the record, use precautions to protect confidentiality. Use encrypted email between sessions to send therapeutic homework or other information. Use a landline phone for therapeutic conversations. Let your clients know during the informed consent process that conversations and text messages via a cell phone are not confidential. If do you use email, chat, VOIP or videoconferencing to conduct sessions, make sure the communications are encrypted. Do your part to protect your client’s private information.

Health, welfare and safety always take precedent so of course, if you are dealing with someone in crisis, the crisis comes first, not a concern about the method of communication. The rest of the time try using confidential measures and encourage your clients to do the same!

DeeAnna Merz-Nagel is a clinical counselor, teacher, workshop presenter, sat on the ACA Cyber Technology Taskforce, and is co-founder of the Online Therapy Institute